August 7, 2014 — This month in Customer Communicator, author and customer service trainer Renée Evenson discusses the importance of making good first and last impressions with customers. While making a good impression is always valuable, these beginnings and endings are especially important. Psychological research, as well as everyday experience, shows that people tend to remember…Continue reading
July 24, 2014 Working in customer service can be difficult and stressful, but managers can take simple steps to help reps stay motivated and positive. Geoffrey James, author of Business Without the Bullsh*t, says that it starts with being a role-model for reps. For instance, when a rep complains about having had to deal with a…Continue reading
July 11, 2014 — July 1 was Second Half of the New Year Day, which makes July the perfect time to review the New Year’s resolutions that you made back in January to see how you’re doing. In the July issue of Customer Communicator, editor Bill Keenan offers this advice: Start by making a point of…Continue reading
June 26, 2014 — To build true rapport with customers, Melissa Corra a live- chat rep for Web.com, goes beyond the typical techniques. Corra was recognized for her work with a Customer Communicator Frontline Spotlight award. “Most frontline reps are familiar with the techniques of mirroring and matching to build rapport,” says Customer Communicator editor Bill Keenan. “People often…Continue reading
June 16, 2014 — In “Amaze Every Customer Every Time,” author Shep Hyken provides managers with tools for delivering “the most amazing customer service on the planet.” But Hyken was quick to tell readers of The Customer Communicator newsletter that frontline service reps have an equally important role to play in amazing customers and building long-lasting relationships.…Continue reading
May 16, 2014 — Rudeness and incivility are everywhere these days, and can affect customer service reps as well as customers. But we don’t have to give it free reign. Use the month of May, which is International Civility Awareness Month, as a time to identify and eliminate incivility from your customer service operations and…Continue reading
